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← WO Overview

WO-01318855 ↗ ServiceMax

MOPEC • Repair • P7

📍 Clinical Pathology Laboratories — 9200 Wall Street, Austin TX, 78754

Dec 4, 2025 → Mar 6, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Dec 15, 2025
✗ SLA Missed (18 biz days late)
Active: 25 biz days
Paused: 33 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Mar 2, 2026)
SLA Target
▶ Clock Running
Status: Created
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 4 → Dec 5, 2025
1 business day (counted)
Running total: 1 of 7 biz days used
▶ Clock Running
Status: Assigned
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 1 of 7 biz days used
▶ Clock Running
Status: Scheduled
Dec 5 → Dec 9, 2025
2 business days (counted)
Running total: 3 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 3 of 7 biz days used
▶ Clock Running
Status: Scheduled
Dec 9 → Dec 10, 2025
1 business day (counted)
Running total: 4 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Dec 10 → Dec 11, 2025
1 business day (counted)
Running total: 5 of 7 biz days used
▶ Clock Running
Status: Tech Off Site
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 5 of 7 biz days used
▶ Clock Running
Status: Reschedule
Dec 11 → Dec 15, 2025
2 business days (counted)
Running total: 7 of 7 biz days used
▶ Clock Running
Status: Scheduled
Dec 15 → Dec 17, 2025
2 business days (counted)
Running total: 9 of 7 biz days used
▶ Clock Running
Status: Completed
Dec 17 → Dec 17, 2025
0 business days (counted)
Running total: 9 of 7 biz days used
10d
▶ Clock Running
Status: Reschedule
Dec 17 → Jan 2, 2026
10 business days (counted)
Running total: 19 of 7 biz days used
⏸33d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Jan 2 → Feb 20, 2026
33 business days (not counted)
▶ Clock Running
Status: Entered
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 19 of 7 biz days used
▶ Clock Running
Status: Assigned
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 19 of 7 biz days used
6d
▶ Clock Running
Status: Scheduled
Feb 20 → Mar 2, 2026
6 business days (counted)
Running total: 25 of 7 biz days used
Created: Dec 4, 2025 Completed: Mar 2, 2026
Business Days Used 25 / 7
0 7d budget +18d over
Show SLA Clock Detail (16 periods)
Period Status Clock Biz Days Running Total
Dec 4 → Dec 4 Created ▶ Running 0 0 / 7
Dec 4 → Dec 5 Ready for Scheduling ▶ Running 1 1 / 7
Dec 5 → Dec 5 Assigned ▶ Running 0 1 / 7
Dec 5 → Dec 9 Scheduled ▶ Running 2 3 / 7
Dec 9 → Dec 9 Tech On Site ▶ Running 0 3 / 7
Dec 9 → Dec 10 Scheduled ▶ Running 1 4 / 7
Dec 10 → Dec 11 Tech On Site ▶ Running 1 5 / 7
Dec 11 → Dec 11 Tech Off Site ▶ Running 0 5 / 7
Dec 11 → Dec 15 Reschedule ▶ Running 2 7 / 7
Dec 15 → Dec 17 Scheduled ▶ Running 2 9 / 7
Dec 17 → Dec 17 Completed ▶ Running 0 9 / 7
Dec 17 → Jan 2 Reschedule ▶ Running 10 19 / 7
Jan 2 → Feb 20 Awaiting Parts - Customer ⏸ Paused 33 —
Feb 20 → Feb 20 Entered ▶ Running 0 19 / 7
Feb 20 → Feb 20 Assigned ▶ Running 0 19 / 7
Feb 20 → Mar 2 Scheduled ▶ Running 6 25 / 7
Dispatch 0.0d
Material Management 34.0d
Coordinators 28.7d
Field Work 7.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
34.0 days
Coordinators
28.7 days
Over SLA
Field Work
7.2 days
Over SLA
Billing
0.0 days
Created: Dec 4, 2025 Due: Feb 25, 2026 Completed: Mar 6, 2026 (8 days late)
📅
62.3 days Total Age
⏱️
34.0d in Awaiting Parts - Customer Longest Stage
🔄
16 transitions Status Changes
⚠️
24.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
23 lines Work Details
🚩
4 visits On-Site Trips
📋
Coordinator Scheduling
🚩
4 On-Site Visits (2 reschedules)
4 on-site visits — why were multiple trips needed?
Visit 1 Dec 9, 2025
Visit 2 Dec 10, 2025
Visit 3 Dec 16, 2025
Visit 4 Feb 27, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00548594
FW: Clinical Path Labs FW: SCO198011A Confimation
Closed
Q-00031412 PLC upgrade kit needs installed on Maestro Station Make/Model MB1060R. Parts are onsite, customer would like service ASAP.
Priority
High
Origin
Email
Reason
New Case
Contact
Nick Milanovic
Owner
Kimberly Hardison
Created
Dec 3, 2025
Work Orders from this Case (1)
WO-01318855 (current) Invoiced
Repair • Chane Lacy
Created: Dec 4, 2025 • Closed: Mar 6, 2026
Completed with significant delays
Invoiced • 252 days old
🚨
Primary Delay 34.0 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 24.2 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Ready for Scheduling
1.2d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
13.5d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Reschedule
13.9d / 2.0d SLA
Awaiting Parts - Customer
34.0d
Completed
5.0d / 1.0d SLA
Closed
4.8d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

TBA exceeded quote due to 3 additional required trips

3/6/26 CDempsey- Checking with Chane about closing wo.

3/5/26 RBerry- Updated due date based on parts. Updated delay code. Updated serviced date to match work details.


2/20 KKelch scheduled per logged email from Abbey

2/20 KKelch logged email from APerry confirming parts have arrived

1/2 KKelch placed in awaiting parts-customer per email from Nick

1/2 KKelch sent Nick an email for further steps

12/22 KKelch sent Nick an email to check on ETA for software

12/19/2025 SRamen - next week need to confirm with Mopec ETA on software


12/15 KKelch scheduled per logged email from Nick

12/15 KKelch sent Nick an email for scheduling

12/12 KKelch sent Nick an email for scheduling

12/11/25 CDempsey- Anthony needs to return to finish troubleshooting with MOPEC. Putting in Reschedule.

12/9/15 CDempsey- Contacted Anthony about past scheduled wo.

12/5 KKelch scheduled per logged email from Nick

12/5 KKelch sent Nick an email for scheduling

🔧 Work Performed
12/9 AW Upon arrival and check-in at the front office lobby, I experienced a delay before speaking with the customer, who was then unaware of the scheduled service visit due to the work order (WO) only listing a Mopec Point of Contact and not the facility's direct contact. The customer stated they were too busy to proceed and requested a reschedule; I provided the customer with my contact information (email and phone number), as well as the email for my coordinator, to facilitate the necessary coordination and rescheduling of the work order. 12/10 AW Upon arrival and consultation with the customer, I was directed to the unit and provided with the required replacement parts. Initial work was delayed due to the unavailability of the necessary work instructions on site; this was rectified by contacting MOPEC, who subsequently provided the instructions via email. Installation of all components proceeded successfully following the received instructions. However, the final critical step, screen programming, could not be completed as the essential technical document, "pre-mp-029 meastro plc and hmi programming" PDF, was unavailable. As the installation concluded after business hours (5 PM), technical support could not be reached. A follow-up visit is required to obtain and utilize the missing programming document to fully complete the installation and programming of the new parts. 12/16 Upon arriving on-site and consulting with the customer, I attempted to program the UniStream display but encountered a "Version Mismatch" error between the UniLogic software and the device firmware. I attempted to source the required firmware directly from the manufacturer’s site as prompted, but the specific version was unavailable for download. Consequently, I have requested the original software USB drive from the Point of Contact (POC) and will return to complete the programming once the media is on-site. 2/27 CLacy REmoved and replaced PLC with a new one from Mopec. Programming and set up complete. This unit is in proper working condition and is ready to return to service
🔍 Technician Findings
12/9 AW Customer didn't know I was coming. 12/10 AW Unit need parts replaced. 2/27 PLC needs replaced, touch screen does not work
⚠️ Problem Description
Q-00031412 PLC upgrade kit needs installed on Maestro Station Make/Model MB1060R. No SN provided. Parts are onsite, customer would like service ASAP.

Timeline

📞
Case Linked Dec 3, 3:56 PM
Case Number: 00548594
Subject: FW: Clinical Path Labs FW: SCO198011A Confimation
Status: Closed
⏳ 2.0 business days
📋
▶
3 Work Order Created Dec 4, 4:58 PM
Work Order Created → Expenses Added → Status: Ready for Scheduling
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Technician Assigned Dec 5, 9:09 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16h 9m
🗓️
▶
2 Status: Scheduled Dec 5, 9:16 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-08T19:30:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Anthony Wirth Dec 9, 3:02 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 5h
📅
▶
2 Dispatch Scheduled Dec 9, 4:27 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Tech On Site
To: Scheduled
Duration in Previous: 1h 24m
⏱️
5x Labor Added Dec 9, 7:18 PM
Type: Labor, Travel
Status: Open
Qty: 2, 0.5, 3, 62, 105
🔧
Status: Tech On Site by Anthony Wirth Dec 10, 2:09 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 21h 41m
⏱️
5x Labor Added Dec 10, 10:12 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 4, 3, 7.3, 106
💵
▶
2 Expenses Added Dec 10, 10:37 PM
Expenses Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Anthony Wirth
From: Tech On Site
To: Tech Off Site
Duration in Previous: 8h 28m
🔄
Status: Reschedule by Craig Dempsey Dec 11, 11:41 AM
From: Tech Off Site
To: Reschedule
Duration in Previous: 13h 4m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Dec 15, 9:54 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-15T19:00:00.000+0000
📅
▶
2 Dispatch Scheduled Dec 15, 10:44 AM
Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-16T19:30:00.000+0000, 2025-12-16T21:00:00.000+0000
⏳ 2.0 business days
⏱️
▶
2 5x Labor Added Dec 16, 10:45 PM
5x Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Anthony Wirth Dec 16, 10:50 PM
From: Scheduled, Completed
To: Completed, Reschedule
Duration in Previous: 1d 12h, 0m
🚨 11.1 business days
👤
Status: Awaiting Parts - Customer by Kaitlyn Kelch Jan 2, 9:13 AM
From: Reschedule
To: Awaiting Parts - Customer
Duration in Previous: 16d 10h
🚨 34.0 business days
🆕
▶
3 Status: Entered Feb 20, 1:05 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Chane Lacy
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-27T15:00:00.000+0000
⚠️ 7.0 business days
✔️
Status: Completed by Chane Lacy Mar 2, 8:32 AM
From: Scheduled
To: Completed
Duration in Previous: 9d 19h
⏱️
▶
3 Labor Added Mar 2, 12:18 PM
Labor Added → Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 2
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 3.5
🚗
2x Travel Added Mar 2, 12:43 PM
Type: Travel
Status: Open
Qty: 1, 184
⚠️ 5.0 business days
🏁
Status: Closed by Craig Dempsey Mar 6, 12:30 PM
From: Completed
To: Closed
Duration in Previous: 4d 3h
⚠️ 5.0 business days
📄
▶
3 Status: Ready to Bill Mar 12, 9:17 AM
Status: Ready to Bill → Status: Invoice Pending → Invoice Created
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1m, 0m
🧾
Invoice Created
Invoice Number: SM-256266

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.5 business hours
Reschedule
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 7.3 business hours
Scheduled
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 3.8 business hours
Reschedule
Duration: 11.0 business days (threshold: 2.0 business days)
Exceeded by 9.0 business days
Scheduled
Duration: 6.7 business days (threshold: 2.0 business days)
Exceeded by 4.7 business days
Completed
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 4.8 business days (threshold: 1.0 business days)
Exceeded by 3.8 business days

🔗 Related Artifacts

📞
Case 00548594
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
Corporate
Technician
Chane Lacy
Scheduled
Feb 27, 10:00 AM
Created
Dec 4, 4:58 PM
Invoice #
SM-256266

Work Details (23)

Name Type Status Qty Amount Date
WL-03026819 Expenses Open 1 $0.00 Dec 4, 4:58 PM
WL-03032156 Labor Open 2 $0.00 Dec 9, 7:18 PM
WL-03032157 Labor Open 0.5 $119.00 Dec 9, 7:18 PM
WL-03032158 Labor Open 3 $0.00 Dec 9, 7:18 PM
WL-03032159 Travel Open 62 $340.00 Dec 9, 7:18 PM
WL-03032160 Travel Open 105 $0.00 Dec 9, 7:18 PM
WL-03033673 Labor Open 0.5 $0.00 Dec 10, 10:12 PM
WL-03033674 Labor Open 4 $476.00 Dec 10, 10:12 PM
WL-03033675 Labor Open 3 $0.00 Dec 10, 10:12 PM
WL-03033676 Travel Open 7.3 $340.00 Dec 10, 10:12 PM
WL-03033677 Travel Open 106 $0.00 Dec 10, 10:12 PM
WL-03033710 Expenses Open 1 $0.00 Dec 10, 10:37 PM
WL-03040191 Labor Open 3 $0.00 Dec 16, 10:45 PM
WL-03040192 Labor Open 1 $119.00 Dec 16, 10:45 PM
WL-03040193 Labor Open 3 $0.00 Dec 16, 10:45 PM
WL-03040194 Travel Open 98 $340.00 Dec 16, 10:45 PM
WL-03040195 Travel Open 111 $0.00 Dec 16, 10:45 PM
WL-03040198 Expenses Open 1 $0.00 Dec 16, 10:47 PM
WL-03126086 Labor Open 3.5 $0.00 Mar 2, 12:18 PM
WL-03126096 Labor Open 2 $238.00 Mar 2, 12:19 PM
WL-03126097 Labor Open 3.5 $0.00 Mar 2, 12:21 PM
WL-03126129 Travel Open 1 $340.00 Mar 2, 12:43 PM
WL-03126132 Travel Open 184 $0.00 Mar 2, 12:44 PM

Details